Case Study: Air Canada Cargo achieves faster, automated CX quality assurance with Leaptree Optimize

Leaptree Optimize allows Air Canada Cargo to transform its CX Quality Assurance and cut costs by 30%

Air Canada Cargo needed to evaluate and coach its customer service agents directly within Salesforce, as its previous process relied on spreadsheets and manual administration, causing delays. The challenge was to find a way to streamline their quality assurance without these inefficient tools.

Leaptree implemented its Optimize solution to fully automate the QA process within Salesforce. This provided the Air Canada Cargo team with customizable evaluation forms, real-time dashboards, and faster feedback. The results included a 30% reduction in costs, a 25% time savings by eliminating manual work, and improved agent engagement and performance visibility.

Air Canada Cargo

Sebastian Cosgrove

Director - Global Customer Service